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同时作为电子商务革命的发起者和受益者,IBM 公司在此次论坛上从客户关系管理、企业资源规划、商业智能、电子市场解决方案等各个方面诠释了新一代电子商务的观念。新一代电子商务在 IBM 的眼中看来,就是由更多 IT 以外的企业来推动,把所有的东西部构筑在互联网之上。CRM:统一界面多样渠道IBM 是如何理解 CRM 的呢?首先让我们看看 CRM 的原始定义:CRM 是一个软件,用以帮助企业理解客户的需求以及通过何种途径满足他们的需求,并对信息加以处理和整合。事实上按照 IBM 的理解,这只是一个策略而已,企业不能对任何客户都一
At the same time as the initiator and beneficiary of the e-commerce revolution, IBM Corporation explained the concept of next-generation e-commerce from all aspects of customer relationship management, enterprise resource planning, business intelligence and e-market solutions in this forum. A new generation of e-commerce in the eyes of IBM seems to be driven by more than IT companies to build all the stuff on the Internet. CRM: a unified interface, a variety of channels IBM is how to understand CRM? First let us look at the original definition of CRM: CRM is a software to help companies understand the needs of customers and through which channels to meet their needs, and information Deal with and integrate. In fact, according to IBM’s understanding, this is only a strategy, the enterprise can not have a customer